On occasion, we might request a traceroute from your connection to help troubleshoot a routing issue.
A traceroute helps us confirm that from your home or business connection the internet traffic is taking the right path to a specific server, such as google.com.
If you are doing a traceroute on a PC / Windows, please following the following instructions:
- Click on magnifying glass (or Start / The Windows button) at the bottom left of your screen.
- Search for Command Prompt
- Open the application (which will bring up a DOS window)
- Type the following command and press Enter on your keyboard:
tracert {hostname}
- Replace {hostname} with the name or IP of server connection you are testing and push Enter on your keyboard.
e.g:
tracerrt google.com
- You do not need to enter the “https://” or “www.” section of the website’s address.
- You can now either take a screenshot or highlight the results with your computer mouse and push Enter on your keyboard, you can then paste the results in a reply email to Cool Ideas Support.
If you are doing a traceroute on a mac, please following the following instructions:
- Go to Finder > Applications > Utilities > Terminal.
- Alternatively, you can open the terminal application via Spotlight (the magnifying glass at the top right of your screen); open spotlight and search Terminal.
- Type the following command and press Enter on your keyboard:
traceroute {hostname}
Replace {hostname} with the name or IP of server connection you are testing and push Enter on your keyboard.
e.g:
traceroute google.com
You do not need to enter the “https://” or “www.” section of the website’s address.
- It may take a few minutes for your Mac to complete the process. Your Mac will generate a list of connections between your computer and its destination.
If you see *** signs, that means “Request Timed Out” this may happen on a few 'hops', it's nothing to be concerned about.
Once done, you can highlight the results and copy and paste them into the reply email to the our support.
